Call Center Agent / Customer Retention Representative

Customer Service Call Center Representative

Location: Cincinnati, OH
Duration: 3 4 Months (Contract)
Employment Type: W2 (Subcontractors Only)
Pay Rate: $17/hour (All Inclusive)
Shift: 8-hour shifts between 8:00 AM 8:00 PM, Monday Friday (Core business hours: 8:00 AM 5:00 PM)

General Function

The Call Center Customer Service Representative is responsible for handling inbound customer telephone calls while delivering exceptional customer service. The role focuses on resolving customer inquiries efficiently during the first interaction, educating customers on bank products and services, and identifying opportunities to upsell and cross-sell based on customer needs. The position requires adherence to the bank's policies, procedures, and risk framework to ensure a positive and compliant customer experience.

Key Responsibilities

• Handle inbound customer calls in a professional and courteous manner.
• Provide accurate information regarding banking products, services, and policies.
• Resolve customer inquiries during the initial call without unnecessary transfers.
• Complete required follow-ups within committed timelines.
• Maintain strict customer confidentiality and comply with departmental policies.
• Accurately enter, update, and verify customer information in internal systems.
• Initiate and complete documentation and request forms as required.
• Effectively use computer systems for call tracking, troubleshooting, and data entry.
• Educate customers on bank products and services, including upselling and cross-selling when appropriate.
• Identify and recommend process improvements that enhance productivity and customer satisfaction.
• Continuously update knowledge of banking products, services, and procedures.
• Perform other duties as assigned.

Minimum Qualifications & Skills

• High school diploma or equivalent required.
• Basic computer skills with the ability to perform accurate data entry.
• Knowledge of banking products and procedures is a plus.
• Prior customer service or call center experience preferred.
• Excellent verbal communication skills and professional telephone etiquette.
• Strong problem-solving skills with a customer-focused approach.
• Ability to work in a fast-paced, onsite call center environment.